LINDA, LINDA (2021) PENGARUH KUALITAS PELAYANAN, KEPUASAN PELANGGAN DAN CITRA PERUSAHAAN TERHADAP LOYALITAS PELANGGAN BANK CENTRAL ASIA. Skripsi thesis, Universitas Tarumanagara.
Full text not available from this repository.Abstract
The purpose of this study was to examine the effect of service quality, customer satisfaction and corporate image on customer loyalty. The theory used in this research is the "theory of reasoned action". The research subjects used were BCA bank customers. The number of respondents used in this study was 95 people who were collected by distributing questionnaires online via social media, namely: Whatsapp, and line. Then the questionnaire was created using a Likert scale via google form. Data analysis using the PLS-SEM method using SmartPLS version 3.3.2. The results showed that service quality, customer satisfaction and company image each had a significant positive effect on customer loyalty. Keywords: Quality, Satisfaction, Image, and Loyalty Rodhiah, Dra., M.M.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Subjects: | Skripsi/Tugas Akhir Skripsi/Tugas Akhir > Fakultas Ekonomi |
| Divisions: | Fakultas Ekonomi > Manajemen |
| Depositing User: | FE Perpus |
| Date Deposited: | 03 May 2021 04:53 |
| Last Modified: | 03 Apr 2023 03:40 |
| URI: | http://repository.untar.ac.id/id/eprint/27089 |
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